Sainsbury's Bank Avis 

Great pet insurance, paid out really fast and the full amount .Will definitely be continuing this policy.

Offered reasonable value for money when taking out the policy last year. The offer of the bonus Nectar points was great…..however I’m yet to see those point materialise. I got contacted in December 2025 saying it was being looked into and then radio silence. Having phoned up again, raising another complaint, I had an email today to say the matter was still being looked into.

Absolutely terrible customer service, complaints dept isn’t fit for purpose and I wonder if the FCA would be interested in a product that was mis-sold, as clearly these bonus nectar points don’t exist.

Hilariously I’ve just had my renewal quote through - up £50 on last year….

I applied for pet insurance for our four year old cat, adopted from the RSPCA in October 2023, on the 2nd of May. She had a previous injury when we adopted her - a soft tissue injury to her left front paw - which causes her no issues. I declared this on the proposal, emphasising that I fully understood that any future issue related to that would not be covered, obviously. That exclusion is even made clear at the outset, on the proposal.

They took the initial premium from my bank, even though the inception date relies entirely on the insurer's formal acceptance, not the physical movement of money, and that could not occur until Sainsburys underwriter had accepted the proposal in full. So our cat wasn't covered for several weeks, whilst they made further enquiries.

I received a letter - even though they had requested my email address on the application, requesting a whole host of information from myself, and the vet who’d treated her for the RSPCA, following her injury. The letter gave several methods to reply, including an email address. I managed to track down the vets practice, in the Peak District, and sent them all the info I had, by email.

Two week later, I received another letter, requesting the same information. Obviously they don’t check the email inbox of that supplied in their contact details. I sent the letter back, with a heading “Check your email Inbox.” On the 3rd of June, I received another letter, with no acknowledgment of receipt of my email – but asking for further details regarding the vets practice I had supplied them with, so obviously the email had been read, asking for any other name/s our cat had been known by, at that vet. I sent them the report from the vet – including a reference number, presumably relating to the cat and/or the visit, so that they could check.

On the 17th of June, six weeks after applying for the policy, I received yet another letter, dated the 12th, advising me that the vet – even with the report, including reference number in front of them – could not locate any records, and could I contact the vet to locate them?

Bear in mind – the RSPCA contracted the vet, over two years prior to our adoption. I had never had any contract - or even contact - with the vet. So how these clowns would assume that I could extract information from them, when they themselves couldn’t, is beyond me.

I cancelled the direct debit, and requested a refund from my bank for the initial premium, since the cat had not been covered whilst all this was going on, and emailed them once again, cancelling the policy (the policy that in reality was not, strictly speaking, actually in force.)

The bank refunded my payment – but I get the feeling that Sainsburys may request a charge back. If that happens, though it’s a relatively trivial amount, I’ll pursue it through the small claims process. Whatever – I fully expect a letter from Sainsburys, advising me that the direct debit has been cancelled, asking me to reinstate it … and requesting further details about our cat. What a bunch of incompetents: I’m actually glad we never had to rely on them, in a time of crisis.

Thank God we switched our home insurance from this lot last year.

So disappointed. I had pet insurance with Sainsbury's for three cats and have been with them for a while with no problems. One of our cats hurt his leg this year - nothing major but we had to see a vet and he is now OK. When the renewal quote came because of this one small claim (we received £122.98 after deduction of excess) the insurance quote had increased from £219 (last year) to £445 (this year) just for this one cat. When I asked why they said it was because we had made a claim!! Have moved to ManyPets now as they quoted us about £150 less for the same cat and the policy includes pre-existing illnesses.

We paid an admin fee for our vets to handle the claim directly either Sainsbury’s. Unfortunately, we had to get involved due to non-payment by Sainsbury’s which resulted in us nearly having to settle a near £6000 bill. Sainsbury’s put this down to an admin error. Similarly, we got several reminders saying they were waiting on our vets for info. When I called them for more info, they said again this was an admin error and I shouldn’t have received them. Final issue is the renewal price. Appreciate we’ve made a substantial claim so expected it to go up, but not by the amount it did. Nor was there any wiggle room whatsoever which is frustrating given we are ‘stuck’ with the lifetime policy. One positive.. they are quick and easy to get hold of on the phone.

The company has an easy to understand website that guides you through the pet insurance, very helpful would defi itely recommend.

Excellent!

Very smooth process from claim to payout. Effortless, would definitely recommend.

It was easy to fill in the forms, you can pick which insurance suits your dog. Everything can do online and dont have to phone anyone.

Easy website to navigate, great choices of cover and really competitive pricing! Would definately recommend.

Easy enough to set up the policy online.

Underwriting exclusions only came through a week after my previous policy expired though, and I got no reply as to whether my dog was covered in the meantime or not.

Easy process and very promptly paid. Highly recommend

Literally everything has run smoothly with my claims my puppy has been extremely poorly. Vets submitted the claims and just dealt with it. Sainsbury's paid quickly as well very pleased with the service provided. Now to keep pup well

Great help on the phone, easy to use and quick to pay. So much better than my previous pet insurance.

All claim was sorted within few days through text message. No issues, quickly and effectively. Perfect

Horrendous experience, I just say for the 10 years of having my little furry baby, Sainsbury pet insurance is the worst experience I have ever had. Unfortunately my pup needed to have a medical procedure, I submitted the claim to Sainsbury and they took forever to process, kept asking for entire vet history, asked for Chinese medicine which I have no idea where that came from, what it was aimed at or the relevance as my pup had never received any form of Chinese medicine. Eventually they contacted me warning they will terminate my claim if they don’t hear back from one of the historical vets and it turned out it was because they misspelled my surname.

Just an awful experience and far from an ideal insurer in my opinion.

I have a Nector reward card, I took out pet insurance with Sainsburys bank will get 9000 Nector points (£45) within 60 days from taking out the policy and get discount off the monthly installments

With the vet dealing direct with insurers the process was completely straightforward.

Ongoing medication for my pup, dealt with swiftly every month. Straight from vet to company